Quality Assurance Customer Service

PROFILE

I am a talented and accomplished Banking professional, with extensive

background as a Quality Assurance Tester, Loan Processor, Administrative

Assistant, Call Center and Customer Service Representative. Proven

ability to implement effective policies and procedures, enhance

productivity, and increase efficiency. I am recognized for my expertise

to develop strong customer relationships, outstanding leadership and

communication skills. Excellent attendance and prioritization! I am hard

working, organized, detail oriented and able to multi-task. Trained to

handle special projects and work effectively in fast-paced and high

intensity situations. I welcome new challenges.

PROFESSIONAL EXPERIENCE

Storm Processing, Inc. Markham, IL

Loan Processor 8/2006 - Present

Fifth Third Bank (Adecco) Oak Lawn, IL

Loan Processor/Scheduler 4/2009 - 7/2009

1st Metropolitan Mortgage Matteson, IL

Loan Processor/ 10/2007 - 10/2008

NCS Mortgage Corp. Matteson, IL

Loan Processor/ 10/2005 - 10/2007

Chicago Federal Home Loan Bank Chicago, IL

Lead QA Analyst 2/2000 - 9/2005

Quality Assurance Lead Tester

. Internet based applications - Team lead directing and overseeing 9

employees

. Developed strategies for test validation of future software

releases for various applications

. Environments tested: Test, Production, Parallel, IBE and Sandbox

. Scope: functional, regression, integration, system and performance

testing.

. Collaborated with various vendors and Management for planning,

testing and implementation.

. New hire training.

Rational Robot, Test Manager, Requisite Pro, Clear Quest, Access

and MS SQL

Administrative Support

. Meet and greet clients, visitors and vendors

. Provided daily spreadsheets, reports, answered phones, typing,

filing, faxing and mailings

. Planned special events, distributed staff correspondence

. Discreetly handle confidential matters. I am efficient with time

management and deadlines.

. Effectively initiate new idea and delegate assignment in a team

fashion.

. New hire training..

MS Word, Excel, Access, Scanning and Outlook

Mortgage Loan Processor & Supervisor Licensed Loan

Originator & Public Notary

. Acted as liaison between Brokers and Account Executives, while

effectively managing a daily pipeline of residential FHA, Conventional

and Non Conforming mortgage applications

. Provided administrative support by submitting and monitoring files,

clearing conditions and prepared files for closing with minimum quality

control conditions within 14 days capping 15 closings within 7 days.

. Ordered appraisals, titles, flood certificates, payoffs and

verifications for all closings and had them readily available during

closing.

. Arranged closing schedules between the customer, Account Executive

and Title Company in house, out-of-state or mobile

. Created office policy & procedures manual and assisted the Branch

Manager with daily office activities.

. New hire training.

Past Home Equity Lines of Credit & Construction Loan experience

Calyx Point, Encompass, Unifi, Laser Pro, Contour Loan Handler,

DU, LP and Online Submissions

EDUCATION

. TRUMAN COLLEGE, Chicago, Illinois

. AMERICAN BUSINESS INSTITUTE, Chicago, Illinois

REFERENCE

. Provided upon request

VERNETTA BLACK-WILLIAMS

16650 Central Park Ave . Markham, IL 60428 . 708-***-****

***************@*******.***

.

Contact this candidate